Return Policy
Return Policy
We’re confident that you and your pet will love SATELLAI! That said, we understand that your purchase is an investment, and we want you to feel comfortable in your decision. For this reason, our return and refund policy is subject to different time limits based on the specific product. (This policy does not cover damage resulting from animal activity or customer misuse.)
|
Product |
Return and Refund Period |
|
SATELLAI Collar |
90 calendar days |
|
SATELLAI Collar Go |
30 calendar days |
Note: The period starts at 0:00 hours on the day after the date of shipment, covering a total of 90/30 calendar days. If the country or region where you reside requires a longer return period or lower return threshold, the provisions of your country or region shall apply.
Scope of Application
This Return and Refund Policy (hereinafter referred to as "this Policy") applies only to products purchased from SATELLAI's official website (https://satellai.com/) and the applications linked to this Policy (SATELLAI App and SATELLAI Go App).
By using your SATELLAI product, you agree to be bound by the terms of this Policy. If the mandatory laws of your jurisdiction conflict with this Policy or impose stricter requirements, such mandatory laws shall prevail.
If you purchased the product through other channels/platforms, dealers, distributors, or resellers, we recommend contacting the specific party of purchase for assistance with returns and refunds.
Personal Information Usage Statement
When you submit an application in accordance with this Policy, the personal information you provide (e.g., order number, contact information, address) will only be used to process your application. You have the right to access, correct, or delete your personal data by submitting an application via support@satellai.com.
Handling of Package Returns Due to Personal Reasons
If the package cannot be delivered and is returned due to personal reasons (e.g., incomplete address information, including missing street name, house number, etc.), and you apply for a no-reason return within 90 days (for SATELLAI Collar)/30 days (for SATELLAI Collar Go), you shall bear all related costs, including but not limited to the product price and the shipping fees for both sending and returning the package.
We offer exchange services. If you purchased the wrong item, please contact us promptly:
• Before shipment: We can process the exchange directly for you.
• After shipment: You need to first request a return and then place a new order for the target product.
Order Cancellation Instructions
To avoid unnecessary issues, please contact our customer support via support@satellai.com for confirmation before submitting your cancellation request.
1. Cancellation Before Shipment
After you contact our customer service and we successfully intercept the shipment at the warehouse, we will issue a full refund of the product price (including the activation fee for SATELLAI Collar Go). However, the following transaction fees will be deducted from your refund:
• PayPal Users: A service fee of 4.4% of the refunded amount.
• Other Payment Methods: A minimum of 2.25% of the refunded amount + 0.30 USD (or the equivalent in other currencies based on the central bank's exchange rate on the refund date), whichever is higher per refund.
(Note: The final fee amount may vary depending on the policies of your bank/card issuer.)
* Transaction fees are collected and retained by third-party payment processors (e.g., PayPal, credit card providers) and are non-refundable.
2. Cancellation After Shipment
• You may refuse the package upon delivery.
• If you are unable to successfully refuse the package, please contact our customer service to obtain a Shipping Label (SL) and mail the product back within 7 calendar days after the SL is issued.
• You may also self-return the item within 7 calendar days of signing for the package and provide us with the tracking number via email (please note that you will be responsible for the return shipping costs).
Note: The following fees are non-refundable:
1. Transaction fees.
2. Shipping costs.
3. Activation fee for SATELLAI Collar Go (Upon receipt of the returned SATELLAI Collar Go, we will conduct an inspection to determine if the device has been activated. The activation fee corresponds to actually provided services, such as device binding to satellite networks and opening exclusive data channels, and the related costs are irreversible, hence non-refundable).
3. Shipping Protection Cancellation Instructions
Shipping Protection is provided by a third-party service provider to ensure your package is covered during transit.
• Before Shipment: If your order has not yet been shipped, you may contact us to cancel Shipping Protection. Refunds will be issued minus any transaction fees (such fees are collected by the payment provider and not retained by us).
• After Shipment: Once your order has been shipped, Shipping Protection becomes active and cannot be canceled or refunded.
Return Application Instructions
1. Return Period
Returns must be requested within the specified return period as stated above.
• The product must be in original, working, and resalable condition. Normal wear and tear from use is acceptable (normal wear and tear refers to minor scratches and stains incurred during use that do not affect functionality or secondary sales). SATELLAI products (SATELLAI Collar or SATELLAI Collar Go) must be fully intact, free from any tampering (including but not limited to unauthorized disassembly or physical modification). Additionally, any other scenarios listed under "What The Warranty Does Not Cover (Exclusions)" in the warranty policy are not eligible for return or exchange.
• If a performance defect is discovered that is not caused by user damage or misuse, the product will be eligible for return or exchange.
• The product serial number must be clearly visible.
For returns not attributable to product quality defects, customers shall bear the following costs:
1. Transaction fees.
2. Shipping costs.
3. Activation fee for SATELLAI Collar Go (Upon receipt of the returned SATELLAI Collar Go, we will conduct an inspection to determine if the device has been activated. The activation fee corresponds to actually provided services, such as device binding to satellite networks and opening exclusive data channels, and the related costs are irreversible, hence non-refundable).
To ensure a safe and smooth return process, SATELLAI will provide the following guarantees:
✓ Provide prepaid return labels with tracking information.
✓ Monitor shipment status in real-time.
✓ Process refunds within 7-10 business days after the product passes inspection. Note: The 7-10 business days refer to SATELLAI's refund processing cycle. The actual time for the refund to arrive in your account depends on the processing time of your bank or payment platform (usually an additional 1–5 business days).
5. Situations Where Return Requests Will Not Be Accepted
We reserve the right to refuse customers' return requests in the following situations:
• Products damaged or altered due to customer reasons.
• Products damaged by animals (e.g., bite marks, dents, penetrating tears on the casing).
• Products showing excessive wear and tear (excessive wear and tear includes but is not limited to cracked casings, missing parts, broken screens, abnormal functionality, etc., which affect secondary sales).
• For product defects or other warranty claims, please refer to the warranty section.
• Shipping fees paid at the time of purchase are non-refundable.
• During the return process, the risk of loss or damage to the product is borne by the customer until the product is signed for at our warehouse. After signing for the product at the warehouse, the risk is transferred to us. If the returned product is damaged or missing after warehouse signing, we will bear the responsibility.
• If the returned product is missing original packaging, accessories, or instructions, we may refuse the return.
• We will not issue a refund for packages that do not meet the return conditions. If you request the return of such packages, you will be responsible for the shipping costs.
• If you ship the product without confirming with our customer service team in advance, any losses incurred will be borne by you.
6. Return and Refund Application Process
To file a return or refund request, please contact us at support@satellai.com for detailed return instructions. The email must include the following information:
• Original proof of purchase (e.g., a receipt) or a legible photocopy thereof.
• Product order number.
• Product serial number.
• Reason for return (optional for no-reason returns).
• For returns due to quality defects: Description of the defect and relevant evidence (e.g., videos or pictures).
Our customer service team will guide you through the process and escalate your claim to our internal team for further evaluation. SATELLAI will respond within 2 business days.
Upon approval of your return/replacement request, please provide the necessary shipping information. We will then provide you with a prepaid shipping label. Alternatively, you may arrange shipment yourself. Please ship your products within 7 calendar days (otherwise, the claim will be void).
Our staff will inspect and evaluate the package upon receipt. Once the warehouse inspection confirms that the product complies with the return conditions, we will arrange a refund within 7-10 business days. For other warranty requests, please allow up to ten (10) business days for processing.
After successfully arranging a refund, we will notify you of the refund progress by email within 1 business day.
Note: The estimated processing time for returns, refunds, or exchanges may be extended due to unforeseen circumstances, including but not limited to banking delays, local social events (e.g., strikes, protests), natural disasters, or any other force majeure events beyond our control.
If you have any questions about this Policy, please email support@satellai.com.
